In this first Customer Experience Management report for Malaysia’s Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Understanding Pre-Purchase Behaviour 1 Factors for Choosing Telecommunication Service Provider 2 Product and Service Recommendation by Service Provider 3 New Product Consideration by Service Provider 4 Channel Used at Pre-Purchase Stage 5 Channels Used for Pre-Purchase Inquiry 6 Customer Experience with Touch-points 7 Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators

Final Words: What We Are Excited About 1 Contact Centre: Where is it Headed with Regards to CEM? 2 Mobile Application: Will it Expand Beyond an Information Tool? 3 Timely Product Promotion that are Relevant; What is Next? 4 Would Improving Customer Rewards Programmes Positively Impact Both Customers and Service Providers?

Summary Pyramid Research report "Global Fixed Communications Market Outlook to 2020: Volume and Revenue Analytics of Service Adoption and Access Lines" is built using extensive market research carried ...

Summary Pyramid Research report "Global Pay TV Market to 2020: Service Adoption and Market Share Analytics by Operator and Technology, ARPS and Overall Revenues" is built using extensive market research ...